Amazon Connect Optimizing Routing Solutions

With Amazon Connect routing, you can implement dynamic inbound routing strategies to enhance customer experiences and operational efficiency.

In this course, you will learn the benefits, typical use cases, and core concepts of Amazon Connect routing. You will explore real-world implementation scenarios and identify the key considerations to build efficient routing flows, handle high contact volumes, and mitigate risks from fraudulent calls.

• Course level: Intermediate
• Duration: 60 minutes

Activities

This course includes interactions and assessments.

Course objectives

In this course, you will learn how to do the following:

• Recognize foundational routing design principles.
• Recognize solutions to handle emergency use cases.
• Recognize solutions to handle unexpected contact volumes.
• Recognize solutions to handle fraudulent calls.
• Recognize solutions to resume interrupted interactions.

Intended audience

This course is intended for contact center professionals, including those in roles such as the following:

• Contact center engineer
• Technologist
• Implementation consultant
• Interactive Voice Response (IVR) designer

Prerequisites

• Amazon Connect Flows Fundamentals
• Amazon Connect Flows Intermediate
• Amazon Connect Flow Modules and Step-by-step Guides
• Amazon Connect Routing Fundamentals
• Amazon Connect Routing Intermediate

Course outline

Section 1: Dynamic Inbound Routing

• Dynamic Routing Design
• Handling Unexpected High Contact Volumes
• Handling Fraudulent Calls
• Resuming Interrupted Interactions

Section 2: Conclusion

• Summary

Section 3: Knowledge Check Questions

• Knowledge Check

Section 4: Getting Help

• Learn More
• Contact Us